Island Host (Chinese Speaking)
We are seeking a friendly, proactive, and service-oriented Chinese-speaking Island Host to join our Guest Services team. The ideal candidate will play a vital role in ensuring that our guests have a seamless, memorable, and personalized experience throughout their stay. This position demands exceptional communication skills, a passion for hospitality, and the ability to anticipate and fulfill guests' needs promptly.
Key Responsibilities:
- Greet guests upon arrival with a warm and friendly demeanor.
- Provide personalized check-in experiences, including an introduction to the resort’s facilities, services, and activities.
- Offer welcome drinks and ensure guests feel comfortable and informed from the moment they arrive.
- Act as the main point of contact for Chinese-speaking guests, ensuring clear and effective communication.
- Address guest requests and inquiries promptly, offering personalized recommendations for excursions, dining, spa services, and other activities.
- Make bookings and arrangements based on guest preferences.
- Conduct comprehensive tours of the resort for new arrivals, highlighting key facilities, amenities, and daily activities.
- Provide information on resort policies, safety guidelines, and special offers.
- Monitor the guest experience throughout their stay, proactively addressing any issues or concerns to ensure complete satisfaction.
- Collect guest feedback and share insights with relevant departments to enhance service quality.
- Surprise guests with personalized touches, such as special arrangements for anniversaries or birthdays.
- Handle guest complaints or concerns with empathy, professionalism, and efficiency.
- Escalate complex issues to management when necessary, ensuring timely and satisfactory resolutions.
- Ensure a smooth and efficient departure process for guests.
- Assist with check-out procedures, transportation arrangements, and any final requests.
- Express appreciation for their stay and encourage feedback to improve service quality.
- Serve as a communication bridge between Chinese-speaking guests and non-Chinese-speaking staff.
- Translate and convey information accurately to facilitate seamless service.
Qualifications
- Fluency in Chinese and English is mandatory (speaking, reading, and writing); additional language skills are a plus.
- Previous experience in guest relations or a similar role in a luxury hotel or resort setting.
- Excellent interpersonal and communication skills, with the ability to engage and build rapport with guests.
- Ability to handle stressful situations with a calm and professional attitude.
- Excellent organizational and time-management skills.
- Willingness to work flexible hours, including weekends and holidays.
- Familiarity with hotel management systems or reservation software including Microsoft Office, Opera, Micros